Continued support functions for Kenzie Academy's users and learners with a focus on integrating SNHU's IT systems into Kenzie Academy's support structure to provide better service solutions to Kenzie staff.

Stand up and run the IT Service Desk with a small agile team to provide excellent application and hardware support for a tight knit and effective user community.Provide servant leadership for Service Desk and related teamsCreate documentation for new and existing policies and proceduresMac and Windows Support and Administration for remote user communityG Suite AdministrationOther various tools including Kandji, JustCall, Outlook, etc.Onboarding New HiresOffboarding… Show more Stand up and run the IT Service Desk with a small agile team to provide excellent application and hardware support for a tight knit and effective user community.Provide servant leadership for Service Desk and related teamsCreate documentation for new and existing policies and proceduresMac and Windows Support and Administration for remote user communityG Suite AdministrationOther various tools including Kandji, JustCall, Outlook, etc.Onboarding New HiresOffboarding SeparationsProcurement Show less

Track, receive and deploy IT hardware for the university.Conduct physical inventory of IT controlled assets.Assist with procurement obtaining quotes and receiving/tagging new assets.Transfer assets between IT and other university departments.Provide guidance to Helpdesk team on asset placement.Assist with guidance to Helpdesk team for general Helpdesk procedures.Provide direct support to university staff and students.Supervise a small team of student… Show more Track, receive and deploy IT hardware for the university.Conduct physical inventory of IT controlled assets.Assist with procurement obtaining quotes and receiving/tagging new assets.Transfer assets between IT and other university departments.Provide guidance to Helpdesk team on asset placement.Assist with guidance to Helpdesk team for general Helpdesk procedures.Provide direct support to university staff and students.Supervise a small team of student workers.Track time and progress in ConnectWise. Show less

Supervise Account Administration Team and Help Desk personnelAccount Creation and MaintenanceProcess ManagementHelp Desk and Customer ServiceInterview applicants for available roles on the Helpdesk and Account Administration teamDeliver constructive feedback for performance and process inprovement

Supervise Account Administration Team and Help Desk personnelAccount Creation and MaintenanceProcess ManagementHelp Desk and Customer Service

Help Desk and Customer Service duties via remote, email and desk side contact methods.

Enseo product deployment and support for multiple accountsOn-call duties for all Enseo accounts

o Train new Service Desk employees in Fossil policies and procedures.o Escalate priority 1 and 2 events to the proper teams and monitor them for updates.o Provide detailed documentation of new and established procedures for training of both Service Desk personnel and our customers.o Provide basic supervisory guidance in the absence of Service Desk management.

o My responsibilities with Fossil include front line telephone and desk-side support of local and remote users in the Fossil organization. This support is comprised of basic Windows software and hardware troubleshooting as well as minimal Macintosh support. o During the first 18 months of my employment with Fossil I was the New Hire / Move lead for IT. I was involved with account/ folder creation, hardware preparation, and deployment of IT resources for each Fossil new hire. I have… Show more o My responsibilities with Fossil include front line telephone and desk-side support of local and remote users in the Fossil organization. This support is comprised of basic Windows software and hardware troubleshooting as well as minimal Macintosh support. o During the first 18 months of my employment with Fossil I was the New Hire / Move lead for IT. I was involved with account/ folder creation, hardware preparation, and deployment of IT resources for each Fossil new hire. I have transitioned out of the role as lead but continue to provide assistance and support for the process as well as configuring hardware for new hires.o While I was the New Hire lead I also helped orchestrate the activities of other groups who performed tasks for the new hire process including telecomm, and facilities.o I also moved user workstations both Mac and PC during that time and helped implement quality control procedures to ensure that equipment is moved correctly. Show less

o In my role as a First Level Support Technician, I was responsible for supporting CompUSA staff both at retail and corporate locations and providing solutions to a great many issues from basic configuration of applications to advanced troubleshooting of system-wide outages.o As a Second Level Support Technician (promoted 9/2004), my role transitioned from front line technician to a role of supporting first level technicians. My responsibilities included taking escalations and irate calls… Show more o In my role as a First Level Support Technician, I was responsible for supporting CompUSA staff both at retail and corporate locations and providing solutions to a great many issues from basic configuration of applications to advanced troubleshooting of system-wide outages.o As a Second Level Support Technician (promoted 9/2004), my role transitioned from front line technician to a role of supporting first level technicians. My responsibilities included taking escalations and irate calls from first level agents. Other responsibilities included assessing the severity of issues encountered and providing immediate resolution or routing the issues to the appropriate group for timely completion of customer requests. I was also responsible for training agents in troubleshooting issues and in effective phone techniques in order to provide the best possible experience for the customer. Show less

Provided launch support for the Windows XP OS.Troubleshooting compatibility issues and assisted in installing drivers, etc.

Provide support for dial-up connections to The River ISP.

Computer sales and service with some technical work on Apple hardware.

Troubleshoot incoming support calls for MSN Internet Service. Issues included Windows/software issues and hardware issues with a users computer.Troubleshoot and address incoming support calls for Road Runner Internet Service. Role included the duties previously mentioned but also diagnosing issues with Motorola Surfboard cable modems.